What are the customers saying? Results of the medavis customer survey

What are the customers saying? In order to answer this question, medavis, provider of radiological workflow solutions, carried out the periodic customer survey with its software users. The goal is that the actions of the company consequently focus on the customers’ needs.

The specialist for radiology workflow solutions based in Karlsruhe, Germany, could keep or improve all survey values on the previous levels and improve significantly in the areas support and product development. The current survey results confirm the high user satisfaction with the medavis solutions and services again.

The survey participants rated the Radiology Information System (RIS) by medavis according to the grading system 1 (excellent) – 6 (unsatisfactory):

• System stability (1.9)
• Product maturity (2.0)
• Speed and performance (2.1)

User-friendly and reliable
The users praise the user friendliness and reliability and the reporting workflow with the integrated speech recognition, too. “The RIS works great, is fast, very stable and is being enhanced with the things we need,” said the users.

Focus on Standardization and Legal Adaptations
The rating of the runtime for change requests has improved slightly. On the question: “Do medavis products develop according to your requirements?”, the approval rate has increased by a pleasing 20.1 percent compared to the survey two years ago.

“We are very pleased with this thoroughly positive result. Certainly, the rapid implementation of our new product booking4med plays an essential role in these good survey results. Due to an increased demand from our customers, we have created a secure and workflow-integrated online solution. In addition, we were able to make several smaller but efficient adjustments to our products that make our users’ daily work in their workflows easier. Nevertheless, many legislative and standard adaptations reduce the available resources for specific change requests. Even more reason for us to be pleased is that we are still able to meet current market requirements with our usual high quality and without sacrificing innovation“, says Michael Mauer, Head of Product Management at medavis.

Sales & Support
The satisfaction with the medavis Sales and Support remained on the high level of previous years with 1.9. The satisfaction value even improved to 1.6 if support staff were assisting the customers on site. The competence, friendliness and speed of the employees as well as their technical and product knowledge are praised as strengths of the support.

Response Times
The speed of response to support cases was rated much more positively by customers in the latest survey, with a score of 2.0 (previously 2.7). This improvement directly expresses the customers’ satisfaction with the qualified 1st level support established in recent months. 69% of users of the “medavis Service Center” customer portal, which was also newly introduced, also declared the good transparency of the processing status of customer enquiries to be a central advantage of the portal.

Service Hours
57% of the survey participants were satisfied with the current service hours. 27% of those surveyed were in favor of extending accessibility during the week, 18% at weekends, and daily night-time availability would be interesting for 17%. medavis already responded to this with an optional on-call service outside of standard service hours, which can be packaged according to the customer’s requirements as stated in the survey.

E-Learning
The trend towards e-learning is also an important topic in radiology according to the survey. A majority of those surveyed (63%) state that e-learning is particularly suitable for training new team members, partly because the learning material is always available and is not tied to fixed appointments. As another important aspect (51%) the survey participants stated that every employee can decide for themselves how fast they want to learn. As a consequence of this survey, medavis now offers its proven e-learning courses as an option for existing customers.

“Survey the market…”
The focus of the current topics on the radiological marked is clearly on the electronic patient file, data security and structured reporting. According to our survey, the emphasis on teleradiology is less pronounced than in the last survey. A completely new focus lies on the topic of online appointment booking. For this, medavis offers an online solution as a product innovation, which integrates seamlessly into the existing RIS workflow and combines the convenience and cost savings of online booking with the administrative advantages of local registration.